The Customer Insight Team Lead will play a key role in driving customer-focused strategy and decision-making for the Retail Unsecured Lending product team. This position will lead customer analytics, conduct in-depth market research, and provide actionable insights to optimize product offerings and market positioning. The role requires close collaboration with the Product Owner and cross-functional teams to align product development with customer needs and market opportunities.
Key Responsibilities:
1.    Product Strategy Development:
o    Collaborate with the Product Owner to shape and refine the overall product strategy for retail unsecured lending products.
o    Utilize customer insights to align the product roadmap with evolving customer demands and market trends.
o    Lead initiatives to enhance customer experience and satisfaction through data-driven decision-making.
2.    Customer Analytics:
o    Oversee the collection, analysis, and interpretation of customer data to identify key trends, behaviors, and opportunities for product improvement.
o    Lead efforts in customer segmentation, profiling, and lifecycle analysis to inform personalized product offerings and marketing strategies.
o    Monitor product performance through key customer metrics such as retention, engagement, and satisfaction, providing regular reports and recommendations for improvement.
3.    Market Research:
o    Conduct comprehensive market research to assess industry trends, competitive landscape, and customer preferences related to retail unsecured lending products.
o    Identify market gaps, opportunities, and threats, and propose strategic actions to maintain a competitive edge.
o    Stay updated with regulatory changes, economic factors, and technological advancements impacting the unsecured lending sector.
4.    Customer-Centric Product Design:
o    Provide actionable insights and recommendations to the Product Owner and development teams to ensure the product features and services resonate with customer needs.
o    Leverage customer feedback, usability studies, and data analysis to drive continuous product improvement and innovation.
5.    Cross-functional Collaboration:
o     Work closely with Marketing, Sales, Risk, and Operations teams to ensure customer insights are integrated into all aspects of product development and execution.
o    Partner with data science and technology teams to enhance analytics tools and customer insight capabilities.
6.    Leadership and Team Management:
o    Lead and mentor a team of customer insight analysts, fostering a culture of curiosity, innovation, and data-driven decision-making.
o    Drive continuous learning and development within the team, keeping up with best practices and new tools in customer analytics and market research.